ความพึงพอใจของผู้ป่วยในแผนกศัลยกรรมต่อการบริการของโรงพยาบาลเจริญกรุงประชารักษ์ / สุภาวดี จิระชีวะนันท์ = In-patient's satisfaction in surgery unit toward services of Charoenkrungpracharak hospital / Suphawadee Jirachivanant
Background: Recently, health service in Thailand had been change. The clients expected better health services and more efficient of treatment. Many hospitals alert in improving services quality and client's satisfaction is one of the most important information, so that quality improvement should start from asses client's satisfaction. Objective: To assess patient's satisfaction toward services in surgery unit, Charoenkrungpracharak hospital. Research Design: Cross-Sectional Descriptive study. Study Population: Four hundred consumers who were admitted to the surgery unit. Data Collection: The interview questionnaire survey was conducted during November 2002-March 2003. Statistical Method: Unpaired t-test, One-way ANOVA and Mann-withney U Test. Result: The results showed that the majority of clients wer female (55.3%), married (57.8%), and the average age was 45.2 years. Almost of them finished from primary school (61.0%), labour workers (50.0%), income per month 6,043 bath, had a health security card (57.3%). The overall satisfaction of patient to service provider and service system were high mean score. Further analyses for all of 37 activities specified in 3 dimensions, found that, more than half of female patients were rated with high scores (scores 4+5) for 21 activities and more than half of male patients were rated with high scores for 23 activities. Regarding the personnel performances, patients were rated highest satisfaction with health personnel gestures, but they least satisfied on public relation/receptions. In comparison between the mean scores of patient's satisfaction with all activities, the results revealed that females rated higher level of satisfaction with service system than males. Moreover, there were statistically significant different (p<0.05) among the mean scores rated in 4 dimensions by severity of illness, income per month, address and types of bed. Conclusion: The results of this study should be used as evidence-based information for the executive decision making in planning for improving quality of surgical units services system and also performances of providers especially in the low score satisfaction activities.